Lorraine Avery

Lorraine Avery
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Lorraine Avery's Biography

Type Of Business:
Financial institution
Marketing Area:
National
Expertise:
Customer service
Major Product/SVS:
Financial services
Hobbies/Sports:
Writing; Sewing; Fishing; Bowling; Reading; Gourmet cooking; Animals; Caring for her pets
Education Degrees:
Coursework in Business Administration, University of Wisconsin
Affiliations Awards:
Former President, United Way of Portage County, WI (1997-1999); Chairwoman, Governance Committee, United Way of Portage County, WI; Board of Directors, Local Humane Society; Board of Visitors, UWSP; Zonta; Former President, Board of Directors, Woodland Girl Scout Council; Former Chairwoman, Fund Development Committee, Woodland Girl Scout Council; Former President, Former Board Member, WACHA; Former President, ZONTA Club of Stevens Point; President, Board of Directors, STAR Network; Advisory Committee, Pulse/TYME Regional Electronic Funds Network; Board of Directors, Vice Chair of the Education Committee, SOCAP International; Chairwoman, SOCAP International (2009–Present); Co-Chair, Customer Experience Council; Board Member, International Society of Consumer Affairs Professionals; International Society for Performance Improvement
Industry:
Customer Service
Date of Distinction:
6/8/2012
Career Achievements:
Ms. Avery was recently honored with the Tina Peters Dedicated Service Award. The award is presented to an individual who has shown exemplary passion and compassion to the residents of Portage County through United Way. Ms. Peters presented Ms. Avery with the award and said, “This year’s recipient is a well-respected individual who has a long history with this United Way and throughout the community. 2015 marks 20 years of involvement and contribution to the United Way of Portage County by Ms. Avery. She is one of only two people to chair the community-wide campaign more than once — chairing both the 1996 and 1997 campaigns. On both occasions, she surpassed the campaign goal.” Ms. Avery served on the Portage County United Way Board of Directors from 1996 through 2002 and from 2008 through 2013. She was board president in 1999. During her tenure, Ms. Avery was regularly the chairwoman for the executive committee, finance committee, the campaign cabinet, allocations committee and the human resources committee. She was the founder of the governance committee and continues to serve as a member. Ms. Avery remains active as a member on the endowment committee and is a member of past campaign drive chairs group. Ms. Peters added, “To be very honest, with all of her accomplishments our accolades for Lorraine could go on and on. Simply put, with people like her involved in our organization, we are confident to have continued success. Thank you, [Ms. Avery,] for your service to this community.” Twelve colleagues from the Stevens Point Service Center attended the award presentation. Ms. Avery said she was very honored and humbled to receive the award.
What has been the most outstanding thing you have done thus far in your career?:
Her greatest achievement has been building a successful career, her focus on customer care, and working with HR and the training aspects.
How would you like to be remembered by your peers?:
She would like to be remembered as someone who has had a broad base of leadership styles and traits that has been instrumental in building teams.
Charity:
Former Chairwoman, United Way Campaign, Portage County, WI
Number Of Years In Profession:
41
Number Of Years In Current Position:
18
What Does He/She Attribute Success To:
She attributes her success to her personal passion for the service industry and for helping customers. She is also grateful for the many mentors she has had, the networks and organizations of which she has been a part, and her community involvement.
Why did you become involved in your profession or industry?:
She became involved in her profession through her passion for customer service.
Extended Bio Profile:
In an article recently published by her company, Ms. Avery was described by the senior vice president of customer service and contact center operations as the "go-to person for both internal and external customer-relationship issues across all our lines of business," and someone who never turned away from taking on lesser or different duties. Ms. Avery learned her hard work ethic and service to community after starting work as a preteen doing door-to-door fundraising. Long before customer service and loyalty were industry buzzwords, Ms. Avery was a pioneer in diverse positions within the customer service field. Her empathy for others also enables her to work well with her coworkers. Her peers have stated that anyone who has had anything to do with Ms. Avery, personally or professionally, is all the richer for it.

“Lorraine is known for her professionalism and is respectful of others without fail and at every level,” said James Yee, Executive Vice President, Chief Information and Operations Officer of Associated Bank. “She always sees the best in people, believes in people and never doubts that good things will come with hard work and the right attitude.”

For more information regarding Ms. Avery’s award as a Woman of Courage, Confidence and Character, as recognized by the Girl Scouts of the Northwestern Great Lakes, please visit http://newsroom.associatedbank.com/Featured-Stories/Lorraine-Avery-recognized-as-a-Woman-of-Courage-Confidence-Character-3ed.aspx.

Ms. Avery will be speaking at the SOCAP International 2016 Symposium at the National Hotel in Nashville, Tenn.
Position Responsibilities and Duties:
Public speaking with regard to the effect that customer service has on each industry, and how important it is; Searching for future opportunities; Working across various business lines with key executives, as well as business line leaders; Examining internal and external ways to improve customer service; Overseeing support in business banking, wealth and trust services and sales, mobile banking, and customer service delivery
Education Certifications:
Total Quality Management Designation; Special Designation for Training Customer Program Used by the Ritz-Carlton and Other High-Quality Companies; Coursework in Financial Management, Institute of Banking; Various Technical and Management Training; Training in Executive Leadership, Portage County; Training in Total Quality Management; ABA and FE Continuous Training
Awards/Honors:
Certified Contact Center Program, J.D. Power (2016); Woman of Courage, Confidence and Character, Girl Scouts of the Northwestern Great Lakes (GSNWGL) (2013); Woman of the Year, National Association of Professional Women (2012); Woman of the Year, International Women's Leadership Association (2012); Best and Brightest Award, University of Wisconsin (2000); Governor’s Task Force on University of Wisconsin Accountability Measure, Appointed by Governor Tommy Thompson (1993); America’s Best and Brightest Businesswoman, Dollars & Sense (1993)
Where Will You Be In 5 Years:
In five years, Ms. Avery hopes to move into a higher executive role and pursue more consulting opportunities.
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